A hand up: Impact sourcing with iContact BPO

What is impact sourcing, and how does iContact BPO use it?

Impact sourcing is a hiring approach where outsourcing providers deliberately recruit and develop workers from disadvantaged backgrounds, and iContact BPO sources about 90% of its 1,200 South African employees this way while still meeting client service targets.

• Impact sourcing prioritises suppliers who hire and create advancement opportunities for workers who would otherwise face bleak career prospects.
• iContact BPO runs customer service operations in Johannesburg and Cape Town for retail, health care, and banking clients, with an average employee age of 23, 65% women, and 10% people with disabilities.
• The IAOP’s Impact Sourcing Champions Index recognises impact sourcing as an established business practice that builds loyalty, higher engagement, and lower attrition.

Meaningful career paths often elude young adults who live in poverty and other groups hampered by high rates of unemployment. Lacking skills and access to training, many struggles just to earn a stable living. But that’s changing as companies discover advantages in impact sourcing, a growing segment of the out-sourcing landscape. Impact sourcing prioritizes suppliers who hire and create advancement opportunities for workers who’d otherwise face bleak career prospects.

The approach is gaining mainstream recognition. For example, this fall, the International Association of Outsourcing Professionals (IAOP) is launching its Impact Sourcing Champions Index, a compilation of companies that stand out for how they’ve used impact sourcing to make a difference, both in business and in workers’ lives.

“This isn’t a trend any- more, this is a solid business practice,” says IAOP CEO Debi Hamill. “It creates a lot of loyalty, higher levels of employee engagement, and lower attrition rates.”

The new index includes such leaders as iContact, a business process outsourcing firm with operations in Johannesburg and Cape Town, South Africa. Its 1,200 employees handle customer service for sectors as varied as retail, health care, and banking.

About 90% of iContact employees are recruited through impact sourcing, according to chief commercial officer Trent Lockstone. The average age is 23, and 65% are women and 10% are disabled. Many come from townships with no electricity or running water.

But their outlook is bright. They’re gaining professional skills and transferable credentials in areas such as business administration and contact center management. “If you do it properly,” Lockstone says, “you can meet the requirements of impact sourcing and still exceed the matrix of what your customers want.” 

Make a mark. Track your success. Create an impression. 

Superior Agents 

South Africa offers an abundant pool of target-driven agents with a neutral accent and committed work ethic. 

Round the clock service

Quality service follows the sun at a significantly reduced cost, appealing to multiple time zones around the globe

Leaders in Infrastructure

International business owners are guaranteed to receive the full package when it comes to calling center servicing.

A Worldwide Trend

South Africa ranks as the 2nd most preferred global offshore destination for 2020. Significant cost benefits make it more attractive. 

Frequently asked questions

What is impact sourcing?

It is a growing segment of the outsourcing landscape where providers prioritise hiring and creating advancement opportunities for workers who would otherwise face bleak career prospects, such as young adults living in poverty or groups with high unemployment.

How many iContact BPO employees are recruited through impact sourcing?

About 90%, according to chief commercial officer Trent Lockstone. The firm employs 1,200 people across Johannesburg and Cape Town, South Africa.

What is the IAOP Impact Sourcing Champions Index?

It is a compilation launched by the International Association of Outsourcing Professionals that recognises companies standing out for using impact sourcing to make a difference in business and in workers’ lives.

Does impact sourcing compromise service quality?

No. iContact says that if you do it properly, you can meet the requirements of impact sourcing and still exceed what your customers want.

Why do companies use impact sourcing?

IAOP CEO Debi Hamill says it creates a lot of loyalty, higher levels of employee engagement, and lower attrition rates, making it a solid business practice rather than a trend.